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Loyalty360 Reads: March 22 | New Survey Finds Less Tolerance For Slow Customer Service; Overall USPS




New Survey Finds People Have Less Tolerance For Slow Customer Service
A new survey examining consumer attitudes on customer service, at a time when e-commerce traffic has significantly increased due to the coronavirus pandemic, has found people to be more intolerant and skeptical of the recorded "unusually high call volume" messages. The survey, conducted by ArenaCX, the world's first outsourcing marketplace delivering responsive customer service to businesses, finds that nearly 50% of respondents are not entirely convinced the automated voice recordings are truthful.

Further results revealed that more than 50% of Millennials and Gen Zers would rather get their teeth cleaned over dealing with customer service, suggesting that, among multiple generations, digital natives have the strongest aversion to customer service interactions. When faced with poor customer service, consumer frustration generally results in lost sales as another finding showed that nearly 70% of people of all ages have abandoned a brand after a negative customer experience.
Overall USPS Mail Delivery Performance Recovers from Severe Winter Storms
The United States Postal Service announced strong improvements in mail delivery service performance across all categories and regions as its third-party- operated air network and mail and package processing and delivery operations continued to stabilize from a historic peak holiday season and severe February storms throughout the country.

For the week of March 6 through March 12, 2021, overall service performance recovered to pre-holiday levels with First-Class Mail reaching 83.69 percent of the Post Service's national performance standard of one-to-three-day delivery. Mailing of Marketing Materials (90.84 percent) and Periodicals (77.64 percent) rebounded to levels of service performance on par with Postal Service deliveries before last year's record-breaking peak holiday season, from mid-November through mid-January.
YETI Becomes Official National Cooler and Drinkware Partner of Perfect Game
Perfect Game President Jerry Ford announced the launch of a multiyear relationship with YETI, making the leading premium outdoor brand the Official National Cooler and Drinkware partner of Perfect Game.

Through this partnership, YETI also joins Perfect Game's commitment to provide best-in-class baseball and softball playing opportunities for youth by becoming a Founding Partner of the recently renovated and historic East Cobb Baseball and Softball Complex in Marietta, GA.
Diageo North America Named Austin FC Founding Partner
Austin FC, the 27th club in Major League Soccer (MLS), announced today that it has entered into a multi-year sponsorship agreement with Diageo North America, a leader in beverage alcohol with an outstanding collection of some of the industry's most iconic brands.

Diageo North America made its first significant investment in Major League Soccer in 2019 when it entered into a deal that established Captain Morgan as the league's exclusive spirits partner. This multi-year partnership with Austin FC marks a reinforcement of the brand's commitment to not only the game of soccer in the United States, but also to the city of Austin and the dedicated fans who have waited years for this historic inaugural season.
FAO Schwarz Announces Partnership With Prénatal Retail Group
ThreeSixty Group is partnering with Prénatal Retail Group –one of the largest Toy retailers in Europe—to introduce the FAO Schwarz brand, retail store, and Ecommerce concepts to Italy with an eye to expand in to Spain, France, Portugal and Benelux.

The partnership celebrates a shared vision of bringing consumers engaging retail experiences and exciting brands in store and online. FAO Schwarz's reputation as a premium toy retailer and its focus on offering consumers unique new to market experiences is the perfect fit for the Prenatal group as experts in the toy category and retail.


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